Setting up Closed Loop Feedback
Updated
Closed-loop feedback in Sprinklr allows brands to take immediate action based on customer responses by creating, assigning, and escalating cases based on survey feedback. Let’s examine the setup in detail.
Prerequisites for Setting Up Closed-Loop Feedback
Escalation Criteria: Brands can automatically set escalation criteria to escalate unresolved cases that exceed a specified timeframe. When a case isn't closed within the defined SLA, it can be marked as escalated and re-assigned to an escalation owner.
Escalation criteria are configured globally and can be applied when setting up a Case Rule for a specific survey.
Custom Case Properties Widget: These properties are selected at the survey level, meaning any case associated with a response to that survey will follow a specific layout of properties. The layout being defined on this settings screen determines which properties will be applied to those cases.
Escalation Criteria: Escalation criteria define the conditions under which a case should be escalated. You need to define time-based escalation criteria to automatically reassign unresolved cases to an escalation assignee once the escalation time has passed.
Canned Responses: You can create canned responses that agents or customer service teams can use to respond quickly and consistently to common customer inquiries across channels (like email, chat, social media, etc).
Case Rules: Case Rules automatically create cases when survey responses meet defined conditions to ensure timely follow-up and resolution of customer feedback.
You need to define conditions based on :
Survey responses
Respondent attributes
Transaction-level properties
These conditions define the criteria for triggering a case based on a specific survey response.
Case Management Screen: The Case Management Screen, accessible within your Persona App, enables teams to efficiently track, manage, and resolve cases. From this centralised interface, users can view open and escalated cases, update case statuses, and collaborate seamlessly across teams to ensure timely resolution and improved customer experience.
Hierarchy Setup for Dynamic Assistance: We also need to implement user-mapped hierarchy setup to enable dynamic assignment.